Hymers and Ryle Residential Complaints Procedure

Hymers and Ryle Residential Limited, a member of The Property Ombudsman, aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matters to be dealt with internally by our office manager Mrs Kerry Hymers and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Ombudsman.

If you believe you have a complaint, please write in the first instance to:

Mrs Kerry Hymers

Hymers and Ryle Residential Limited

1 Ashfield Terrace

Ryton

Tyne and Wear

NE40 3LB

Your complaint will be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent to you within 15 working days of receipt of your complaint.

If you are not satisfied with the outcome and our initial investigation, you are provided with a further opportunity to have the complaint reviewed by our Director and a response will be within 15 working days:

Mrs Julie Ryle

Hymers and Ryle Residential Limited

1 Ashfield Terrace

Ryton

Tyne and Wear

NE40 3LB

In the event that the final review as detailed above still fails to satisfy your complaint, then you are at liberty to have the matter referred to The Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification. Any complaint submitted to The Property Ombudsman must be referred within 12 months. 

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722  333 306  admin@tpos.co.uk  www.tpos.co.uk

We also have membership of Property Redress Scheme – PRS